Department : Trust & Safety Team is dedicated to protecting our clients users and its platform from fraudulent and abusive activity while ensuring a seamless customer journey.
Role Description: We are looking for a pasionate leader to manage our Trust and Safety Operations Team. The team works directly with customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs,Onboarding issues, transactions, and timely account security escalations.
Roles & Responsibilities
- Act as an intermediary between the client and Firstsource, facilitating communication.
- Mentor and Lead a team of 15 to 20 fraud associates and set a high bar.
- Achieve monthly performance targets like SLAs, Productivity and Quality.
- Utilize and relay updates regarding changes in regulations, policies, and procedures.
- Stay updated on prevalent fraud patterns, identify risks and help mitigate potential issues.
- Respond to risk-related customer issues of varying level of complexity.
- Manage and understand KPIs and make data driven decisions.
- Formulate action plans to achieve departmental objectives.
- Conduct periodic performance evaluations for report the same